Complaint Management

"PTCL" selects Future Technologies "Complaint Management System" to handle service related queries and complaints of over 5.2 million customer

Future Technologies has successfully implemented various Customer Relations and Support systems for PTCL over the past 15 years. Our solutions were chosen for Call Centers, Complaint Management Systems, Directory Assistance and Service Order Processing by PTCL in their drive for improvement of Customer Services.


Out of these systems FT's Complaint Management System has proven to be one of the most beneficial to PTCL and is now operational through out Pakistan handling complaints for all services and products PTCL offers.

The new CMS is aimed at achieving “customer satisfaction”, improving the MIS and centralizing the control and monitoring.

Using the Complaints Management system solution, PTCL has increased customer satisfaction and retention through improved responsiveness. Rigorous management of customer complaints has driven continuous improvement and regulatory compliance.

The first phase of this project included “Connecting” all cities running CMS, providing access to CMS from web and Creating a web based “DASH BOARD” for higher management to view, monitor and control the CMS operations.

This Dashboard is accessible from “Anywhere”, “Anytime”.
As per the instructions of PTCL Management, this System was implemented with the following objectives in view:

• Complete the task in shortest possible time.
• Utilize existing resources to the maximum.
• Enhance the system so that Handing over of complaints to lineman becomes automated.
• Create an intranet throughout the cities with CMS.
• Create a Single Dash-Board for management to access and monitor the different cities and regions running CMS.
• Provide Internet connectivity at 3 Central Locations through PIE Network.
• Enhance the ACD/IVR (Dial-In) and Customer Satisfaction Module systems (Dial-Out).

With 15 years of experience, support from our partners and a dedicated team, Future Technologies was able to meet and exceed the expectations of PTCL with the implementation of CMS.